End User Support Technician - Charlotte, NC based

Virginia, LLC; Charlotte, Northern (NC, KY); Hybrid; USD 54,000 - 66,000; Full time

Benefits offered by this job

Health, Dental, Vision, Life

Disability Insurance

HSA & 401(k) employer contributions

Pet Insurance

Paid time off

Job summary

SSVA, a New Charter Technologies company, seeks a remote End User Support Technician based in Charlotte, NC. The role involves monitoring and troubleshooting client IT environments, with occasional on-site visits.

You’ll develop automation using PowerShell and Python to improve response times and deliver proactive support in a fast-paced MSP setting. Candidates should have 3+ years in external client support, strong Windows and networking skills, and familiarity with Cisco Meraki.

Qualifications

• 3+ years in technical end-user support for MSP or similar environment.
• Proficient with Windows workstations, printers, and Microsoft 365 services.
• Strong knowledge of LAN/WAN, DNS, DHCP, VPN, Wi‑Fi.
• Experience with Cisco Meraki dashboard and RMM tooling.

Responsibilities

• Provide remote end-user IT support and on-site field support as needed (25% field work).
• Configure, upgrade, and maintain Cisco Meraki networking solutions; troubleshoot connectivity.
• Develop automation scripts in PowerShell and Python to streamline tasks.
• Triaging, troubleshooting, and resolving incidents across client environments.

Tools

Cisco Meraki

RMM / ConnectWise

PowerShell

Python scripting

Windows administration

Networking concepts

Job description

Please note: Every application submitted through Workday is reviewed by a real person - not an AI. We value your time and take each submission seriously. Strategic Solutions delivers high-touch, value-rich technology services and is laser focused on helping companies successfully drive their businesses! With unparalleled expertise and credentials in healthcare, as well as legal, finance, and other industries, SSVA is the most experienced, locally-based provider of IT Consulting, Technology Delivery, and Managed Services in the Mid-Atlantic region. At SSVA, a New Charter Company, we are seeking a remote End User Support Technician in Charlotte, NC (in other companies this person could hold the title of End User Support Technician, IT Support Technician, Desktop Support Technician) to provide responsive end-user IT support and maintain reliable workplace technology. This is position will be remote but you must be local to the Charlotte, NC area due to client-site visits

In this role, you will monitor, troubleshoot, and optimize client network environments while leveraging Remote Monitoring and Management (RMM) platforms to proactively identify and resolve infrastructure issues before they impact end users. You will investigate network connectivity, Windows Server and workstation performance, Microsoft 365 services, and endpoint health, collaborating with internal engineering teams to remediate complex technical challenges. A key component of this role is developing and maintaining automation through PowerShell and Python scripting to streamline repetitive administrative tasks, enhance RMM alerting and remediation workflows, and improve operational efficiency across managed environments. To be successful in this role, you will possess a strong foundation in Windows administration, networking concepts, and endpoint management while demonstrating the ability to diagnose issues across diverse client environments. You should be comfortable analyzing RMM-generated alerts, identifying recurring trends, and building automated solutions using PowerShell or Python to improve response times and operational consistency. Success in this position requires excellent troubleshooting skills, the ability to prioritize incidents in a fast-paced managed services environment, and clear communication when working with both technical teams and end users. A continuous improvement mindset, curiosity for emerging technologies, and a passion for automation and infrastructure optimization will enable you to make a meaningful impact on service delivery and client satisfaction. We understand that great candidates may not meet every requirement listed. If you meet around 70% of the qualifications and are excited about this role, we encourage you to apply

General Job Duties

Provide network support and troubleshooting across client infrastructures, including configuring, upgrading, and maintaining Cisco Meraki networking solutions while diagnosing and resolving connectivity issuesWork directly with ISPs to coordinate the installation, activation, troubleshooting, dispatch, and decommissioning of network circuitsDevelop and maintain automation scripts using PowerShell and Python to enhance RMM alerting, automate routine administrative tasks, and improve operational efficiency across managed environmentsPerform initial troubleshooting for end-user support requests, including password resets, workstation performance issues, software installations, printer and scanner configuration, driver installation, and other common desktop support tasksProvide onsite field support as needed, including PC deployments, workstation setup and replacement, printer installation and configuration, hardware upgrades, and other hands-on technical support activities. Field work accounts for approximately 25% of the role

Required Experience

3+ years of experience providing technical support to external client end users in a managed services (MSP) or similar customer-facing environment, with the ability to work both collaboratively as part of a team and independently with minimal supervision.Experience triaging, troubleshooting, and resolving incidents and service requests related to Windows workstations, printers, end-user applications, and Microsoft 365 services, including Exchange Online, Teams, OneDrive, and SharePoint.Strong knowledge of network support, including LAN/WAN, DHCP, DNS, Wi-Fi, and VPN technologies, as well as remote access solutions such as Remote Desktop Services (RDS) and Citrix.Working knowledge of Cisco Meraki, including navigating the Meraki Dashboard to monitor, troubleshoot, and resolve network-related issues.

Preferred Experience

Prior MSP or related-industry experience is a plus Connectwise RMM, plug-in Pia Agent experience

Certifications

CCNA, Network+, Cisco Meraki Solutions Specialist (ECMS)

Compensation

The compensation is expected to start at $60,000, plus bonus. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above

SSVA, a New Charter Technologies company, is committed to creating an inclusive environment and is proud to be an equal opportunity employer. SSVA recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Strategic Solutions, a New Charter Company, delivers high-touch, value-rich technology services and is laser-focused on helping companies successfully drive their businesses! With unparalleled expertise in various industries, Strategic is the most experienced, locally based provider in the Mid-Atlantic region. At Strategic, we are passionate about the fact that our clients are our neighbors. Generous benefits for you and your family including Health, Dental, Vision, Life, Disability Insurance, HSA & 401(k) employer contributions, Pet Insurance & paid time off program! Our Core Values: We listen for the purpose of true understanding We strongly believe (and expect) that everyone is a leader We are highly engaged in our culture & the mission of our clients At Strategic, we are passionate about the fact that our clients are our neighbors and if they succeed, we succeed. We are committed to helping causes that are near and dear to the hearts of our employees, clients, neighbors, and the communities of Virginia & North Carolina. We are involved with various community programs like Anthem Lemonaid, Liam's Links & SSADH Research Alliance, TCC Educational Foundation, The Daily Planet, Hands that Give, and more!